The UK government is embracing artificial intelligence to tackle one of its most time-consuming tasks: analyzing public feedback. A new AI tool named Consult recently passed its first major test with flying colors, demonstrating its ability to process thousands of responses quickly and accurately—saving taxpayer money and accelerating policy decisions.
In its debut project, Consult was tasked with analyzing public opinions on regulating non-surgical cosmetic procedures like lip fillers and laser hair removal. The Scottish Government received over 2,000 responses, and Consult used generative AI to identify key themes and concerns. The results aligned closely with manual analysis by human officials, proving the tool’s potential to revolutionize how governments interpret public sentiment.
Scottish Public Health Minister Jenni Minto praised the tool: “Consult helped us quickly grasp what people wanted us to hear. It freed up our team to focus on policy implications rather than spending weeks categorizing feedback.”
Consult operates as part of a broader AI suite called Humphrey, designed to reduce bureaucratic inefficiencies. Here’s how it works:
Theme Identification: The AI scans responses to detect recurring topics.
Human Oversight: Experts review and refine the AI-generated themes.
Categorization: Consult sorts individual comments into the validated categories.
Interactive Dashboards: Officials use visual tools to filter insights and prioritize actions.
This hybrid approach ensures accuracy while saving civil servants up to 75,000 analysis days annually if scaled across the UK’s 500 yearly consultations.
Traditional consultation analysis often costs millions in contractor fees and takes months. UK Technology Secretary Peter Kyle emphasized: “No one should waste time or taxpayer funds on tasks AI can handle better. Consult is about delivering smarter governance.”
Early adopters in Scotland reported the tool “saved a heck of a lot of time,” allowing teams to focus on crafting policies rather than manual data sorting. One official noted that Consult added fairness by reducing unconscious bias: “It takes away individual preconceptions, making outcomes more consistent.”
While Consult’s debut is promising, experts urge caution. Stuart Harvey, CEO of data governance firm Datactics, warns: “AI’s success hinges on clean, unbiased data. Without rigorous governance, tools like Consult risk perpetuating errors or inequities.”
Professor Michael Rovatsos of the University of Edinburgh echoes this: “AI can improve efficiency, but safeguards are critical to prevent manipulation or skewed results.”
Stuart Munton of AND Digital adds: “Investing in public sector training is key. People must remain central to AI-driven processes to ensure solutions meet real-world needs.”
The UK plans to deploy Consult across Whitehall departments by late 2025. Its next challenges? Handling consultations with hundreds of thousands of responses and maintaining accuracy at scale.
Kyle confirmed: “After Scotland’s success, my department will adopt Consult immediately. This is how we deliver our Plan for Change without overspending or delays.”
Despite its prowess, Consult isn’t replacing humans. Officials still validate themes and finalize interpretations. As one civil servant explained: “AI does the heavy lifting, but we handle the nuance—like deciphering sarcasm or cultural context.”
The Scottish team manually reviewed every response during the trial to ensure reliability. Minor discrepancies between AI and human analysis didn’t alter overall conclusions, reinforcing confidence in the tool.
The UK aims to leverage AI to achieve £45 billion in productivity savings by modernizing public services. Consult exemplifies this shift, aligning with goals to:
Cut contractor reliance
Accelerate policy-making
Enhance transparency in decision-making
As Minto summarized: “This isn’t just about speed—it’s about truly hearing the public and acting on their priorities.”
